-

Öz

The purposes of this study were to assess university students’ satisfaction level and examine the role of gender, grade level, grade point average (GPA), and satisfaction from campus facilities and services in predicting general university satisfaction. A total of 1387 (43.5% female, 56.5% male) undergraduate students participated in the study and filled out Student Satisfaction Survey. Results indicated that students’ general satisfaction level was high and they were most satisfied with “Sport facilities”, “Cultural and art activities” and “Sport activities”, respectively. The hierarchical regression analysis was conducted by controlling the life satisfaction to examine the role of gender, grade level, GPA, and satisfaction from campus facilities and services in predicting student satisfaction. In the first step, life satisfaction accounted for 14% of the total variance. In the second step, gender and GPA accounted for 1% of the total variance. Female students and students with higher GPA were more satisfied than the others. In the third step, 1% of the variance was explained by grade level. There was a significant difference between 1st and 4th year students. First year students were more satisfied than 4th year students. In the last step, satisfaction from campus facilities and services accounted for 18% of the variance. The model explained 34% of the total variance

Anahtar Kelimeler

• Student satisfaction, university student, academic achievement

University students’ satisfaction level and related variables / Üniversite öğrencilerinin memnuniyet düzeyi ve ilişkili değişkenler

Öz

Bu çalışmanın amacı, üniversite öğrencilerinin genel memnuniyet düzeyi ile olanak ve hizmetlere ilişkin memnuniyet düzeylerini belirlemek ve genel memnuniyetlerini yordayan değişkenleri (cinsiyet, sınıf, akademik başarı, olanak ve hizmetlere yönelik memnuniyet) incelemektir. Çalışmaya 1387 (%43.5’i kadın, %56.5’i erkek) lisans öğrencisi katılmıştır. Çalışmada “Öğrenci Memnuniyeti Anketi” kullanılmıştır. Memnuniyetin en yüksek olduğu üç maddenin sırasıyla “Spor tesisleri”, “Kültür ve sanat etkinlikleri” ve “Spor etkinlikleri” olduğu bulunmuştur. Yaşam doyumu kontrol edilerek yapılan hiyerarşik regresyon analiziyle, cinsiyetin, akademik ortalamanın, sınıfın, olanak ve hizmetlere yönelik memnuniyetin, genel memnuniyeti ne derece yordadığı incelenmiştir. Birinci aşamada, cinsiyet ve akademik ortalamanın varyansın %1.5’ini açıkladığı; kadın öğrencilerin ve akademik başarısı yüksek öğrencilerin daha memnun olduğu bulunmuştur. İkinci aşamada, sınıfın varyansın % 1’ini açıkladığı; sadece birinci sınıf öğrencileri ile dördüncü sınıf öğrencilerinin memnuniyet puanları arasında birinci sınıflar lehine anlamlı bir farkın olduğu görülmüştür. Son aşamada, olanak ve hizmetlere yönelik memnuniyet varyansın %18’ini açıklamıştır. Sınanan model toplam varyansın %34’ini açıklamıştır.

Anahtar Kelimeler

• Öğrenci memnuniyeti, üniversite öğrencileri, akademik başarı

Kaynakça

1. Aitken, N. D. (1982). Student performance, satisfaction and retention: Specification and estimation of a structural model. The Journal of Higher Education, 53, 32-50.
2. Bean, J. P., & Bradley, R. K. (1986). Untangling the satisfaction-performance relationship for college students. Journal of Higher Education, 57, 393-412.
3. Beltyukova, S. A., & Fox, C. M. (2002). Student satisfaction as a measure of student development: Towards a university metrics. Journal of College Student Development, 43,161-169.
4. Bono, T. (2011). What good is engagement? Predicting academic performance and college satisfaction from personality, social support, and student engagement. Unpublished Doctoral Dissertation, Washington University.
5. Borden, V. M. H. (1995). Segmenting student markets with a student satisfaction and priorities survey. Research in Higher Education, 36, 73-88.
6. Burbach, H. C., Cnaan, R. A., & Babbitt, C. E. (2010). Organizational predictors of college satisfaction and academic achievement among females. Sociological Viewpoints, 26, 67-72.
7. Denson, N., Loveday, T., & Dalton, H. (2010). Student evaluation of courses: What predicts satisfaction? Higher Education Research and Development, 29, 339-356.
8. Diener, E. D., Emmons, R. A., Larsen, R. J., & Griffin, S. (1985). The satisfaction with life scale. Journal of Personality Assessment, 49(1), 71-75.

9. Elliott, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10, 1-10.
10. Elliott, K. M., & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24, 197-209.
11. Enache, I. C., & Brodsky, Z. (2011). Student behavior and student satisfaction: A marketing approach. Scientific Papers of the University of Pardubice. Series D, Faculty of Economics & Administration, 16, 43-52.
12. Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (2006). Multivariate data analysis (5th ed.) Upper Saddle River, NJ: Prentice Hall.
13. Helmich, D. I. (1999). Individual student characteristics and satisfaction within the college environment. Unpublished Doctoral Dissertation, Johnson and Wales University.
14. Kane, D., Williams, J., & Cappuccini-Ansfield, G. (2008). Student satisfaction surveys: The value in taking and historical perspective. Quality in Higher Education, 14, 135-155.
15. Köker S. (1991) Normal ve sorunlu ergenlerin yaşam doyumu düzeylerinin karşılaştırılması. Yayınlanmamış yüksek lisans tezi. Ankara Üniversitesi. Sosyal Bilimler Enstitüsü, Ankara.
16. Marozzi, M. (2012). Tertiary student satisfaction with socialization: A statistical assessment. Quality and Quantity, 46, 1271-1278.
17. Mavondo, F. T., Tsarenko, Y., & Gabbott, M. (2004). International and local student satisfaction: Resources and capabilities perspective. Journal of Marketing for Higher Education, 14, 41-60.
18. Mooney, M. (2010). Religion, college grades, and satisfaction among students at elite colleges and universities. Sociology of Religion, 71, 197-215.
19. Mustafa, Z., Basri, N., Abidin, N. Z, Suradi, N. R. M., Ali, Z. M., Shahabudin, F. A. A., & Associates (2012). Modeling of student satisfaction. Journal of Mathematics and Statistics, 8, 64-71.
20. Okun, M. A., & Weir, R. M. (1990). Toward a judgement model of college satisfaction. Educational Psychology Review, 2, 59.
21. Oliver, R. L., & DeSarbo, W. S. (1989). Processing satisfaction response in consumption: A suggested framework and research proposition. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 2, 1-16.
22. Pike, G. R. (1991). The effects of background, coursework, and involvement on students’ grades and satisfaction. Research in Higher Education, 32, 15.
23. Schuh, J. H., & Upcraft, M. L. (2000). Measuring student satisfaction and needs. In M. J. Barr, M. K. Desler & Associates (Eds.), The handbook of student affairs administration (2 nd
24. ed.) San Francisco, CA: Jossey-Bass.
25. Şahin, A. E. (2009). Eğitim fakültesinde hizmet kalitesinin eğitim fakültesi memnuniyeti ölçeği (EF-ÖMÖ) ile değerlendirilmesi, Hacettepe Üniversitesi Eğitim Fakültesi Dergisi, 37, 106-122.
26. Thomas, E. H., & Galambos, N. (2004). What satisfied students? Mining student- opinion data with regression and decision tree analysis. Research in Higher Education, 45, 251-269,
27. Uzgören, N., & Uzgören, E. (2007). Dumlupınar Üniversitesi lisans öğrencilerinin memnuniyetini etkileyen bireysel özelliklerin istatistiksel analizi - Hipotez testi, ki-kare testi ve doğrusal olasılık modeli-. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 17,173-192.
28. Wiers-Jenssen, J., Stensaker, B., & Grİgaard, J. B. (2002). Student satisfaction: Towards and empirical construction of the concept. Quality in Higher Education, 8, 183-195.
29. Zhai, L. (2012). Validation of an instrument to measure community college student satisfaction. Community College Journal of Research and Practice, 36, 47- 58.